Roles and Responsibilities
Overall Purpose of Rôle:
Participate in the daily operation and manage end to end service quality to meet contractual SLA/KPI and customer satisfaction
Key responsibilities
• Managing end to end service operation process and be responsible for the result
• Be responsible for business continuity management and crisis management
• Be responsible for interface with outside audit
• Establish SLA rules & WLA breakdown and responsible for SLA service quality control and management.
• Analyze process metrics, timely adjustment and optimization.
• Be responsible for continual service improvement, participate in operation optimization, statistics, and analysis, provides improvement and optimization plans, and implementation for presents plan.
• Managing operation security and compliance ;
• Generate operation weekly/monthly report
• Managing customer communication and customer satisfaction
KPIs :
• % of SLA/KPI completed.
• The loss of SLA penalty caused by defect of SLA
• Number of Major Incident
• % of major incident caused by change management
• The number of major security or other compliance issue
• Customer Satisfaction with SLA and Service Operation
Other Features of the Role:
• On demand support during non-working hours
• Minimal travelling is required

SKILLS AND CAPABILITY REQUIREMENT : Target Proficiency Level Experience
Education requirements
Bachelor’s/ Advanced degree
5 to 8 years of experience in service delivery management, operation management domain etc.
Knowledge & Skills
• Have a good command of the principles of incident, problem, change, Configuration, and the service level management process
• Have good knowledge about business continuity management and crisis management
• Have a preliminary command of function design methods for ITSM process modules. Have a proficient command of all activities, forms, execution principles, and KPI design methods involved in the event management process.
• Advanced skills in managing service quality and continual service improvement
• Working knowledge of managing SLAs/Service Catalogue
• Good analytical and organizational skills;
• Good communication skill, be able to organize relevant person to do the change, problem and incident.
• Language: French & English
• Other requirement: ITIL certification is preferred